TikTok E-Commerce Training Program Coordinator
hace 6 días
Company Overview
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy, with a focus on building a safe and trustworthy marketplace for buyers, sellers, partners, and creators.
We have offices in Los Angeles, Singapore, New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo, and we're committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.
About This Role
This is a challenging role that requires strong organizational and communication skills. As a key member of the Service and Moderation Team (SMT), you will be responsible for maintaining an effective training process within the service delivery team, ensuring seamless execution of our Oncall systems and tools.
Your Key Responsibilities
- Establish the training program strategy & OKRs (Objectives and Key Results) and manage the training projects to support achieving team's OKRs.
- Partner with the team trainer to improve team members' knowledge, service quality, and profession continuously.
- Implement clear overall quality strategy with scalable processes, tools, and systems that allow efficient monitoring of performance versus target.
- Collaborate with cross-functional stakeholder teams to create training projects and partner with them on training management and delivery.
- Partner with Escalation Program Managers on case studies and train the team to improve problem identification and resolution skills.
- Improve the team's productivity and efficiency.
- Partner with Escalation Program Managers and Process & Product team to improve our Oncall systems and tools.
- Improve our Oncall automation and self-service through training and best practices.
- Research and understand our target customers' expectations and needs to drive their satisfaction.
- Identify and develop individualized and group training plans to address varying needs.
- Effectively communicate policy & SOP updates and developments with trainers, team members, and management.
- Produce statistical reports and insights on training performance and trends.
- Conducts continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and customer service skills.
Requirements and Qualifications
- Bachelor degree or equivalent practical experience.
- Fluency in English is required for the role.
- 3 years experience in training, preferably within Customer Service.
- Excellent written, verbal, and interpersonal communication skills.
- Experienced in developing and executing training programs.
Preferred Qualifications
- Experience in e-commerce or marketplace platforms is a plus.
Estimated Salary Range: $80,000 - $110,000 per year, depending on location and qualifications.
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